Airlines: American Airlines, Delta Air Lines, Southwest Airlines, United Air Lines

Banks: Bank of America, JP Morgan Chase, Wachovia, Wells Fargo

Department stores: JC Penney, Kohl’s, Macy’s, Sears

Mp3 manufacturers: Apple, Creative, iRiver, Sony

The research used Forrester’s Cross-Channel Review methodology (which is a form of an expert reveiw) to grade the experiences across 57 criteria. The analysis looked at interactions via the Web, email, IVR, phone agent, as well as cross-channel transitions.